Marilyn Monroy-Tonix
Framingham,MA
Summary
Experienced team leader with strong focus on operational efficiency and team building. Known for adaptability and strong relationship building skills. Fosters productive and positive work environments. Dedicated to apply training and best practices to lead business success and employee growth. Effective communication and organizational skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Insurance Agent/Customer Service Representative
Amica
Westborough, MA
01.2025 - Current
- Assessed client requirements and modified insurance policies to enhance coverage satisfaction.
- Recommend proper coverage, suitable for customers home, auto and umbrella insurance needs
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Maintained and Built strong/trusting relationships with customers by active listening and using empathy
- Administered policy and account documentation processes to ensure accuracy in billing and policy updates.
- Educated clients about coverage options, enhancing understanding and satisfaction, including billing and benefits
- Provided prompt responses to inquiries from both prospective and existing clients, demonstrating a commitment to exceptional service.
- Ensured clear communication and mutual understanding of policies
- Effectively identified client behavior styles while interviewing
- Keeping up with state regulations and underwriting principles for licensed states - MA, ME, NH, RI, VT
- Upselling and cross-selling additional policies
- Participating in employee event planning group- holidays, birthdays, fundraisers
Store Manager
Johnston and Murphy
Burlington, MA
05.2015 - 01.2025
- Hired, trained and mentored employees by enhancing product knowledge and customer service skills
- Managed all store operations, including inventory control, cash control and store opening/closing procedures
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maintained visual merchandising to company standards and visually appealing to customers
- Facilitated client interactions to enhance overall satisfaction and loyalty.
- Addressed client inquiries and resolved complaints effectively. Supported escalation processes to ensure timely resolutions.
- Mentored and guided team members to enhance skills and readiness for future leadership opportunities.
- Implemented different sales strategies to meet sales, metrics and conversion goals
- Conducted regular performance reviews for staff providing constructive feedback and opportunities for growth
- Approved regular payroll submissions for employees
- Worked closely with team members to reach personal sales goals
- Set effective store schedules based on expected customer levels and service requirements
Education
Highschool Diploma - undefined
Framingham Highschool
Framingham06.2013
Skills
- Team Leadership
- Professionalism and ethics
- Time Management
- Problem solving
- Communication
- Detail Oriented
- Interpersonal
- Adaptability/Flexibility
- Emotional Intelligence
- Team Building
- Computer skills
- Customer service
- Sales
- Licensed Insurance Agent
Certification
- Property & Casualty Insurance License – MA,ME,NH,RI,VT
- Integrity Selling Certification
LANGUAGES
English
Spanish
Timeline
Insurance Agent/Customer Service Representative
Amica
01.2025 - Current
Store Manager
Johnston and Murphy
05.2015 - 01.2025
Highschool Diploma - undefined
Framingham Highschool